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Introduc|ng the
Internanona| Academy of
keta|| 8ank|ng


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1he Academy has been founded w|th the
o b [ e c n v e o f c o n t r | b u n n g t o t h e
profess|ona||sanon and deve|opment of
consumer-or|ented reta|| bank|ng.

IAk8 |s the on|y educanona| and profess|ona|
body |n the wor|d ded|cated exc|us|ve|y to
oer|ng post-graduate profess|ona| educanon |n
the reta|| bank|ng he|d.

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IAk8 M|ss|on and h||osophy
urpose: Lo lmprove peoples' llves by maklng
reLall banklng more professlonal and
cusLomer orlenLed

Cb[ecnve: Lo play a leadlng role ln Lhe developmenL of
reLall banklng as a professlon

h||osophy: noL only professlonal knowledge and skllls buL
also prlnclples and values behlnd eLhlcal reLall
banklng
- Code of LLhlcs and rofesslonal ConducL
- Lheory and very pracucal appllcauon ln Lhe
lnsuLuuon
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Michael
Lafferty

Founder and
Co-chairman
Dr Abdul
Rahman

Academic
Director

Evelyn Hunter-
Jordan

Executive Director
D|ck narryvan

Iormer CLC
ING D|rect
&
Co-cha|rman
Cur Leaders
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Imag|ne a wor|d where.

! 8eLall bankers are LrusLed professlonals, llke accounLanLs and lawyers
! 8eLall bankers are dedlcaLed Lo dolng whaL ls besL for Lhe cllenL
! Where reLall bankers ablde by a sLrlcL code of eLhlcs and professlonal
conducL
8eLall banklng ls already Lhe maln source of bank proLs ln mosL counLrles.
now ls Lhe ume Lo professlonallse and galn cusLomer LrusL.
keta|| 8ank|ng Shou|d be a rofess|on
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At |east a bache|ors degree or equ|va|ent profess|ona| work exper|ence
|s requ|red for entry onto the programme


IAk8 Lducanon ath
Chartered Banker Institute accreditation expected in October 2013
Certified International Retail Banker (CIRB)
IAk8 Curr|cu|um
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Level Fundamental Objective
Retail Banking I Focuses on the theoretical
and practical core
competencies that are
required for success in a
retail banking organisation
Retail Banking II Focuses on the issues that
are encountered when
leading people and
departments
Retail Banking III Focuses on developing
and enhancing the
capabilities required to run
retail strategic business
units for best results
Lxam|nanon Structure
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Examination for! Part A of Exam
(Two-hour duration)
Part B of Exam
(Two-hour duration)
Retail Banking I 80 MCQs Six (6) scenarios/mini-
cases each having eight
(8) MCQs
Retail Banking II 80 MCQs Six (6) scenarios/mini-
cases each having eight
(8) MCQs
Retail Banking III 60 MCQs Four (4) essay
questions based on
cases and scenarios in
retail banking
The final grade is calculated based on an equal weighting of the scores
obtained in each part of the examination
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Un|que 8enehts of the IAk8 rogramme
Deve|op reta|| bank|ng profess|ona|s w|th the sk|||s to:
! undersLand cusLomer psychology and bulld endurlng and proLable
relauonshlps wlLh cusLomers
! MouvaLe and engage sLa - whlch ls crlucal Lo exceedlng cusLomer
expecLauons
! uellver excellenL servlce LhaL wlll dellghL Lhe cusLomer
! Analyse producL proLablllLy ln order Lo focus on opumal value creauon
! undersLand and manage Lhe bank's rlsks
! Caln an undersLandlng of key value drlvers, kls and nanclal reporLs
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Improve performance s|gn|hcant|y through:

! More conslsLenLly achlevlng cusLomer-orlenLed servlce
excellence
! undersLandlng whaL makes a dlerence and whaL ls proLable
for Lhe bank
! Common knowledge base leadlng Lo lmproved communlcauon
and fasLer learnlng
! AblllLy Lo make resulLs vlslble and comparable across Lhe bank.


Un|que 8enehts of the IAk8 rogramme
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Un|que 8enehts of the IAk8 rogramme

rov|des the too|s to |mprove emp|oyee engagement:

! Lmployee engagemenL ls hlghly correlaLed wlLh Lhe banks proL
growLh

! Lngaged employees are more cusLomer-focused and a cusLomer
focus ls essenual for Lhe creauon of valuable cusLomer relauonshlps
and proL for Lhe bank
! Plgh employee engagemenL fosLers a wlnnlng performance culLure
wlLh ob[ecuve and falr evaluauons of sLa performance and
credlble evaluauon of candldaLes for promouon.


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Measure your keturn on Investment

1he IAk8 prov|des a sound know|edge base and too|s to
|mprove resu|ts s|gn|hcant|y
In our exper|ence:
! An opumlsed and focused producL poruollo can lmprove bouom llne resulLs
by 13-30 percenL

! 8ranch managemenL Lools provlded can lncrease reLall banklng proLablllLy
by 10-20 percenL
! Companles wlLh hlghly engaged employees achleve approxlmaLely 14 percenL
hlgher growLh ln neL proL compared wlLh companles wlLh low employee
engagemenL scores
! lmprovlng sLa engagemenL wlll greaLly beneL Lhe cusLomer experlence,
lower aurluon by up Lo four percenL per year and beneL brand percepuon

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Cur Approach

1he Academy works w|th a c||ent bank to:

! Allgn Lhe programme Lo Lhe banks ob[ecuves

! ldenufy Lhe mosL approprlaLe level of Lhe currlculum for Lhe LargeL
group
! CoordlnaLe wlLh and complemenL exlsung Lralnlng lnluauves Lo avold
dupllcauon

! LsLabllsh Lhe besL blend of classroom learnlng and/or e-learnlng
! SLrlve for execuuon emclency wlLhln chosen blend of learnlng
! rovlde feedback mechanlsm on resulLs


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ALNDIk
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! ueslgned by lndusLry pracuuoners Lo develop a hollsuc
undersLandlng of how a reLall bank funcuons wlLhln a sLraLeglc
framework
! luncuonal and llne managemenL - such as branch managers,
nance, P8 and l1 managers - wlll galn an excellenL
undersLandlng of how Lhe bank as a whole operaLes and can be
opumlsed
! Senlor execuuves wlll grasp sLraLeglc lndusLry prlnclples and
lnLernauonal besL pracuces
! 1he pracucal approach provldes Lools LhaL allow for real
lmprovemenL aL an operauonal level and achlevemenL of
proLable growLh
IAk8 Curr|cu|um
keta|| 8ank|ng I
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Module 101
Ethics
Module 102
Retail Banking
Overview
Module 103
Products
Module 104
Channels
Module 105
Marketing
Module 106
Effective Sales
Management
Module 107
Customer
Service Quality
Module 108
Operations I
Module 109
Credit Loss
Management
Module 110
Relationship
Management
keta|| 8ank|ng II
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Module 201
Brand
Management
Module 202
Direct Marketing
Module 203
Product Portfolio
Management
Module 204
People
Management
Module 205
Customer Care
Module 206
Performance
Management
Module 207
Operations II
Module 208
Balance Sheet
Management
Module 209
Risk
Management
Module 210
Financial
Management
keta|| 8ank|ng III
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Module 301
Leadership in Retail
Banking
Module 302
Business Strategies
for Retail Banking
Module 303
Achieving Profitable
Growth
Module 304
Governance and
Ethics
Module 305
Operational
Leadership in Retail
Banking
Module 306
Risk and Capital
Management
I|nd the r|ght |eve| of the curr|cu|um
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We recommend the fo||ow|ng m|n|mum |eve|s of competency that shou|d be
ach|eved |n accordance w|th an emp|oyee's ro|e and respons|b|||ty |n the
bank:

keta|| 8ank|ng I:
" Graduates enter|ng the bank
" I|rst ||ne Managers

keta|| 8ank|ng II:
" M|dd|e Management, L|ne Managers
" 8ranch Managers
" Managers of Iuncnons - Cperanons, Sa|es, roducts, k|sk, I|nance, nk,
I1

keta|| 8ank|ng III
" Sen|or Managers - SVs and Vs
" neads of 8us|ness







Assessment Cr|ter|a 8ased on
Learn|ng Cutcomes
8|oom's taxonomy of know|edge, Comprehens|on
and App||canon (Cr|nca| 1h|nk|ng)
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Examination for! Knowledge &
Comprehension
Application
(Critical Thinking)
Retail Banking I 75% 25%
Retail Banking II 50% 50%
Retail Banking III 25% 75%